Customer Support Professional with over * years of experience in a challenging call center environment which includes sales, tech support and customer care. A results-driven call center specialist with an excellent track record of managing a high volume of calls with a solid record of success in troubleshooting and resolving problems.

PROFESSIONAL EXPERIENCE

CONVERGYS (2011-2017)

Senior Support Professional /Subject Matter Expert

Provided product knowledge and support to agents

Ensured implementation of call center policies, operations and performance standards were understood and followed by agents

Performed statistical analysis for each agent and provided coaching to ensure adherence to statement of work

Developed process efficiencies to improve customer service quality

Monitored calls and provided feedback during coaching sessions

Implemented effective customer service strategies

Handled escalation calls

Customer Support Professional

Conveyed dignity and respect to clients taking the extra step to provide more than one-step service

Answered inquiries relating to account information, products and services, rates and policies

Offered alternative payment plans and cost reduction suggestions to customers with credit problems

Handled emotional customers with delicacy, listening empathetically while maintaining company policy

EDUCATION

ASIAN DEVELOPMENT FOUNDATION COLLEGE (Batch 2011)

Bachelor’s Degree in Mass Communication

*Government Scholarship Program Recipient

ADDITIONAL SKILLS

Microsoft office

Data entry and collation skills

Good typing speed

PERSONAL INFORMATION

Birthday : August 16, 1991

Age : 25

Gender : Female

Religion : Roman Catholic

Father’s Name : Nemesia Contado

Mother’s Name : Fedencio Contado Nationality : Filipino

CHARACTER REFERENCES

Junel Lloyd Calamohoy Gladys Cepe

Senior Team Manager Team Manager

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Lalaine Castro

Former College Instructor

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